Product: Performset
Staying connected with customers is crucial in event management, especially when they are hosting important live events with attendees and need to deliver an exceptional branded experience.
This award-winning platform provider has successfully executed over 1.5 million events using its all-in-one event management platform. They fully understand the importance of providing real-time customer support and delivering top-notch experiences. They needed an exceptional application to assist them in the background to achieve this.
Challenges they faced:
Introducing Perfomset as the solution
Perfomset provides everything needed to monitor, respond, update, and resolve tickets in the timescales that matter most to your customers. This powerful tool allowed this event management software platform to set timers for the First Response, Updates, and Resolutions based on the ticket's priority.
Staying on top of support was critical, and Performset helped them do just that. Providing real-time email notifications to warn agents and managers that a ticket SLA was about to be breached gave them enough time to update and respond before this happened. In addition to email notifications, the dashboard provides a great overview to support operational decisions.
The implementation process was straightforward; Cloudset started by gathering basic requirement information. Then, in a kick-off meeting, they confirmed the scope and asked validating questions to ensure the setup aligned with the customer's unique needs. Cloudset configured the rules for each event timer, ensuring they precisely matched the customer's requirements.
After rigorous testing to confirm accuracy, the solution went live. The implementation was smooth, with no significant hurdles. Cloudset's expertise and support ensured the customer was up and running without complications.
Benefits of implementing Performset:
Maintaining High Levels of Customer Satisfaction (CSAT): The results spoke for themselves, and with the additional system warning from Performset, maintaining high levels of customer satisfaction (CSAT) was easily achieved.
Supporting Managers and Agents: The timers, dashboard, and email notifications were pivotal in helping managers stay on track with crucial support tickets, especially time-sensitive ones.
Better Direction for Agents: This resulted in agents having more precise direction on where to focus next, happier customers when they got updates as expected, and issues resolved promptly.
Customer Soundbite: "Email notifications were just what we needed to help managers manage priority tickets. The dashboard was a real bonus, helping us report internally on performance."
Key product features that made the difference:
Incorporating Performset from Cloudset into its operations has transformed how this award-winning event management platform manages support, especially during live events. With precise timers, real-time notifications, and an insightful dashboard, they've achieved exceptional customer satisfaction, ensuring their support is as seamless as the events they manage. Performset continues to provide value; read more about Perfomset.
Book a no-obligation call today to achieve the same results as this leading event management company. You can share your business goals with us during the call, and we will provide honest advice. Let's explore how Performset or our full suite of Zendesk applications can support your business. Get in touch with us today at sales@cloudset.net.